Ever wanted your IVR to respond with a custom,personalized greeting when your customers call your contact center? To automate up-selling/cross-selling at the right time and opportunity? Ever wanted a dynamic IVR menu option to your customers, discerning their identities and intent of the caller and determining how to treat different callers based on preferences, caller history and business rules?
If the answer is YES to these questions then Genesys intelligent Customer Front Door (iCFD) is the product you've been waiting for all these years.
Genesys iCFD consists of a unique combination of Dynamic Contact Center capabilities and advanced self-service applications. The result is a transformative intelligent routing solution that leverages a business rules engine to apply context to self-service calls to determine the most appropriate next step — self-service or assisted service — to deliver faster call resolution and superior service.
The iCFD delivers a branded, personalized, and effective customer experience that:
- Discerns the identity and intent of callers in the fewest steps
- Gathers relevant information from back-end data or workflow to understand the context of their calls
- Determines how to treat callers based on preferences, resource availability, and business rules
- Matches the most relevant and available resource, including self-service, proactive notification, automatic callback, or assisted service
The iCFD can co-exist within multi-vendor environments, operate in multiple languages
with any speech recognition software, and include business processes tailored to the unique needs of any customer service organization.
The core principle behind the iCFD is to deliver a superior customer experience by
automatically responding in a personalized way to the caller’s needs.
From the Customer's perspective,
When callers contact a company, the iCFD answers the call and assesses existing customer information. For each caller, the iCFD creates a unique interaction based on the contextual view of why the caller is making contact. By using all the information resources available about the customer, the iCFD can proactively guide them to the most effective and expedient solution, provide self-service, or route the call directly to the best available agent and offer the most relevant services. Further, the caller experiences a common voice for the company — one that reinforces the company’s brand personality and promise.
Customers can also experience the iCFD in other innovative ways — through call backs,
notifications and alerts, surveys, and other services that help further personalize and improve the experience. For instance, the iCFD can offer bill payment options when bills are overdue, route the caller to a ‘collections expert’, offer cross-selling suggestions after recent purchases, or suggest other highly relevant offers in anticipation of the individual caller’s needs.
How cool can a contact center be? There's no more leaving customers frustrated after an IVR session.
Watch how it works on this video below:
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